Secretary's communication skills 1 First of all, keep your duty and reassure the leaders.
1, don't be offside
Offside includes two aspects: on the one hand, the secretary can't make decisions on behalf of the leader, and everything must be within his power; On the one hand, don't be the second in command of your colleagues. Just because your colleagues respect you doesn't mean you can give them orders.
2. Not much to say.
Even if you know what the leader may do next through long-term observation, don't act without authorization before he announces the final decision. Don't ask confidential questions about the company. You have a lot of information at hand, which is not your capital to show off.
Don't ask more questions
Here, especially about the private life of leaders, you are only asked to do it. Don't be curious if you don't explain too much. Many leaders regard family life as privacy. You can't pry into the privacy of leaders.
Second, take a look and let the leaders worry.
1, there is something wrong with your eyes
The thing in the eyes means that the secretary can find the work that needs to be done by himself without the instructions of the leader. For example, the leader will attend a meeting in a few days, and it is a "I want to do" thing to prepare the relevant materials for the meeting in advance.
2. Learn to refuse to answer the phone.
Sales calls are what secretaries need to judge accurately. What if the leader's mother-in-law calls? What if she refuses to say who she is on the phone? This requires the secretary to pay attention to the social relations of leaders every day and try to distinguish who is coming from the aspects of tone, voice and telephone number.
Third, loyalty, let the leaders be intimate.
1, the senior engineer does not shake the Lord.
How do you straighten your position when the new leader meets the old secretary to help the leader? Remember, as a secretary, it is your duty to help the leader no matter how much. It is the secretary's duty to handle trivial matters and solve problems for the leader.
2. Be careful not to care
A secretary has many trifles, so it is important to be careful. But after a long time, you may feel overworked or even unbalanced. At this time, the secretary should adjust his mentality, understand his own position, and try his best to meet the standard requirements of the leadership for secretarial work.
3. Take responsibility in time
At the shareholders' meeting, the leader forgot to bring the documents, and the leader accused the wrong person in front of his colleagues. These things that affect the image of leaders have happened. You appeared in public in time to apologize to the leader, and the leader scolded you in front of everyone, but you were grateful behind your back.
Secretary's communication skills. Grasp the role well and don't overstep your authority and offside.
Do your job well and don't overstep your authority and offside. When doing coordination work, the secretarial staff, as the host, can't make their own decisions. The secretarial staff do the coordination work on behalf of the leaders, and we can't mistake the moderator for the decision maker. If you think like this, there will inevitably be the problem of role dislocation. When communicating with the coordination object and conveying the instructions and opinions of the leaders, don't extend them at will, and add what we think is consistent with the opinions of the leaders.
Second, master the method and don't oppress others with power.
It is very important to use the influence of leaders in the process of coordination, especially in the case that it is difficult to unify the opinions of the coordinated people, and conveying the opinions of authoritative leaders can often solve the problem. But this method can only be used cautiously when necessary, and as little as possible. The main means of coordination is consultation, and the opinions of all parties should be listened to equally. You can't pretend to be a leader and be self-righteous just because you are the coordinator. When you hear different voices, you will suppress them, which will inevitably produce opposing emotions and create obstacles for future coordination.
Third, grasp the discretion and don't complicate simple problems.
In the coordination work, we need to have a good proper limit and achieve the "four noes": not to simplify complex issues, not to complicate simple issues, not to magnify trivial things, and not to mystify what we understand.
In the daily work of the office, there are always things that need to be coordinated. As long as you are diligent in your head, eyes and legs, pay attention to the problems that need to be adjusted at any time, and say a few words of adjustment, you can resolve the contradictions in the bud. Matters involving major principles, matters with great conflicts of power or interests, and matters involving a wide range of people need to be listened to by many parties and handled openly. Generally speaking, things that happen in daily work and are unbalanced in responsibilities and rights should not be solved publicly if they can be solved privately. If we can coordinate, there will be no coordination meeting. Even if coordination is needed, it should be held in a relaxed environment when conditions are available.
Fourth, grasp the temperature, neither delay time, nor rush for success.
Timing is very important for coordination. Seizing the favorable opportunity can get twice the result with half the effort. When different departments urgently need to complete the same task and it is difficult to carry out their work in an orderly manner, we need to come forward in time and straighten out the relationship. When the time is not ripe, if we are unwilling to unify our understanding and actions at this time, we will expand contradictions and easily form misunderstandings or prejudices. It is important to grasp the timing of communication. Being good at grasping the communication opportunity is an important symbol of the secretary's ideological level and working ability.
There are only three kinds of people who need to communicate in secretarial work, one is the leader, the other is the colleague, and the third is the masses. In the following, the author talks about some skills of communicating with the above three types of people in combination with the actual work.
First, communication skills with leaders.
The great man once said, "If the mountain doesn't come, I'll go to the mountain." For a secretary, if he wants to be a good clerk, he must learn to lead. However, different leaders have different personalities. In the communication with them, it will of course vary from person to person. In particular, we should grasp the following points:
1. Be clear about your position when communicating with leaders.
No matter when and where, the secretary should remember that he is the assistant of the leader and do his job well. Besides, he can't express his opinions without authorization. To maintain the unity within the management, when reporting to the leaders, asking for instructions and reflecting problems, don't comment on the leaders themselves, don't pass the microphone improperly, and don't say anything that is not conducive to unity.
2. Communicate with leaders and learn to plan ahead.
Leaders need to face and solve many things every day. In order to improve the quality of communication, the secretary should think about the purpose and expression of communication in advance, have a clear understanding of the leader's work schedule and have a rough guess of the leader's mood, which can not only save time, but also make communication more effective. If you communicate with leaders when their schedules are full and they are in a bad mood, you will often get twice the result with half the effort, which will not only fail to achieve the purpose of communication, but will make leaders feel disgusted with the secretary.
3. Take different communication methods for leaders with different personalities.
Secretaries should learn to observe and summarize when they are in contact with leaders. According to the leaders of different personalities, find out the methods suitable for communicating with them. For example, when dealing with a calm leader, the secretary may find the other person elusive, which requires the secretary to be good at observing and understand his preferences from the daily work of the leader. In the process of communicating with the leader, listen to his opinions and suggestions, and don't make your own decisions; All the affairs assigned by the leaders should be infallible and meticulous in some nuances. After getting along for a period of time, you will gain the trust of a calm leader. Aggressive leaders are usually cheerful and appreciate talented people. So when you get along with him, you can boldly put forward your own ideas and suggestions, and properly show your talents in all aspects. Because this kind of leader is quite enterprising, he will support you as long as your suggestion is feasible. Dealing with such leaders, in addition to doing things in a down-to-earth and safe manner, we should also pay attention to grasping the "degree" of performance in front of leaders. Although he loves talents, he cherishes talents. If you overdo it, such a leader will think that you are deliberately showing off, but it will be self-defeating. Although the leaders we contact have different personalities, as long as the secretaries are serious, thoughtful and diligent, and skillfully use communication skills, then we can face it calmly. Of course, if you meet a leader who is extremely selfish, grumpy or has quality problems, the best way is to leave, because getting along with this type of leader will not only make communication extremely difficult, but also bring a lot of unexpected troubles at work.
Second, communication skills with colleagues.
In a unit, the secretary should not only face the leader, but also face his colleagues more often. In order to carry out the work smoothly, the secretary should grasp the following points when getting along with colleagues:
1, respect others and be easy-going.
Everyone is eager to be respected by others, and respecting others means respecting themselves. Therefore, in dealing with colleagues, the secretary should keep in mind: never ask questions that should not be asked, never make jokes that should not be made, and never make irresponsible remarks in front of any colleagues. Treat every colleague equally, and don't disdain to talk to someone just because you have an opinion of him or don't like him, which is not conducive to unity. Sometimes a simple greeting can create a harmonious atmosphere and make the work go smoothly.
2. Pay attention to honesty and be tolerant of others.
Honesty is the basis of communication between people. When dealing with colleagues, the secretary should establish the concept of "honesty first" and promise others to keep his word. Even if you don't do it for some reason, you should sincerely explain it to the other party and get their understanding. Don't be cynical about some small shortcomings and faults of colleagues; There is no need to delve into what you have heard about yourself. You should treat it with a normal heart. If there is, it must be corrected. If not, we should encourage them. Communication skills of model essay in secretarial work. Of course, at work, we will inevitably have some contradictions with our colleagues. At this time, we must learn to take the initiative to find a colleague to reconcile. As long as we sincerely explain to each other, I believe we will win their understanding. In short, tolerance is a virtue that will make people around you respect you more.
Be honest, tell the truth and do honest things.
Many people think that the secretary is the person around the leader and is not easy to get close to. As a secretary, in order to eliminate this misunderstanding of colleagues, we must adhere to the principle of seeking truth from facts when getting along with colleagues, not condescending, not to show off our achievements everywhere, and maintain a modest, prudent and down-to-earth work style.
4. Caring for others and having a good spirit of cooperation.
If you want to communicate well with your colleagues, you must be good at the word "love" and learn to communicate with your colleagues, whether at work or in life. When colleagues come to you for advice when they encounter problems in their work, they should answer them patiently, so as to know everything and say everything; When a colleague encounters difficulties in life, he should give timely help mentally or materially to make him feel warm. When some work needs to be coordinated with colleagues, you should learn to take the initiative to take responsibility and don't haggle over every ounce. In this way, colleagues will think you are a good partner, so they will be willing to work with you, and the work efficiency will be improved a lot.
Third, communication skills with the masses.
The office is a functional department, which often contacts people who visit or do business. When communicating with them, the Secretary should grasp the following two principles:
1, pay attention to etiquette, serve with a smile and have a positive attitude.
As the office represents the image of a company, the secretary must pay attention to his own image, including dress, tone and words. No matter who the visitor is, the secretary should greet him with a smile and leave a good first impression on the visitor. Take the initiative to ask visitors the reasons and purposes, and help them provide relevant services as much as possible. When answering the phone, take the initiative to greet the caller and ask him who he is looking for or what he wants to do. The tone should be gentle, not stiff. When necessary, it is necessary to accurately record the important information of the caller and help him to convey or handle it in time.
2. Listen patiently and actively coordinate.
The office often meets some visitors with negative emotions. At this time, the secretary should first be a loyal listener, let them vent their emotions and find out the crux of the problem. If it can be handled, it should actively negotiate with relevant departments to solve it in time; If it cannot be handled or solved for various reasons, we should not only stabilize the mood of visitors, but also be emotional and rational, patiently explain to them and make them satisfied as much as possible. For those unreasonable and deliberately difficult visitors, the best way is to use the strategy of delaying the troops and gently persuade the newcomers to go back first and understand the situation before talking.
In a word, the secretary's job is very complicated. If you want to be a good secretary, you must learn to deal with all aspects of relationships, that is, you must learn to communicate. Effective communication can not only make the working environment relaxed and happy, but also make the overall image of a unit further enhanced invisibly.
The secretary's communication and coordination ability is very important for the secretary to work efficiently, solve problems quickly, seize opportunities and build a highly productive team. This ability promotes friendly cooperation and constructive work between secretaries and people in different positions in the organization. As a very common social activity, negotiation has existed since ancient times. With the rapid and steady entry of China's economy into the fast lane of market economy, negotiation, as an effective means to eliminate differences and create value through communication, has penetrated into all fields of modern society. We can say that the world is a negotiating table, and everyone is a negotiator and an innate "negotiation animal". On the one hand, negotiation is fascinating because it has both certainty and uncertainty; On the other hand, it is an art for negotiators to comprehensively use their own experience, psychology and strategies. It can be said that communication and coordination skills and negotiation skills are essential basic skills for secretaries.
Professional characteristics of secretaries
The directness and stability of service
Knowledge and specialization
Younger and more feminine
Secretaries are becoming more and more soft talents urgently needed in modern society.
Secretaries are one of the representatives of "soft talents".
The career path of a secretary is very long, and China's entry into WTO provides a more infinite and broad development space for a secretary.
Nature of work
(A) the basic nature of secretarial assistance
Auxiliary is the innate attribute of secretariat departments.
Assistance is the inevitable requirement of leaders for secretarial work.
Assistance is determined by the position of the secretariat in the management system.
(B) the characteristics of secretarial work
Compared with other jobs with auxiliary functions, secretarial work has the following characteristics:
1. Media
On the one hand, this intermediary feature of the secretarial department determines the role of "link" and "bridge" in secretarial work, on the other hand, it also determines that secretarial work is a non-independent auxiliary work.
Step 2 be direct
The directness of secretarial work is reflected in administrative organization, post setting and working procedures.
3. Comprehensive
Reflected in the comprehensiveness of functional assistance.
Reflected in the comprehensiveness of process assistance.
4. Service
People compare secretarial work to "taking care of astronomy and geography and taking care of trivial matters" and describe secretarial work as "endless".
5. passivity
Passivity of secretarial work. The secretarial staff are required not to exceed their authority and responsibilities.
The secretary should play a creative and active role in the auxiliary passive work.
Step 6 lurk
Secretarial work lurks in three aspects:
False nature of activity name
Behind the scenes of the activity process
Potential of labor achievements
7. Confidentiality